Process Analyst

Job Description

STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!

This is a Contract Opportunity with our company that MUST be worked on a W2 Only. No C2C eligibility for this position. Visa Sponsorship is Available! The details are below.

"Beware of scams. S3 never asks for money during its onboarding process."

Job Title: Process Analyst
REMOTE WORK
Contract Length: 4+ Months

Job ref# 247318

We are seeking a detail-oriented Process Analyst to support complaint intake, triage, and process improvement activities. This role is responsible for reviewing customer complaint submissions, ensuring accurate documentation, categorization, and routing, while maintaining compliance with internal procedures and regulatory requirements.

The ideal candidate has strong analytical skills, excellent communication abilities, and experience working in a regulated financial services environment. This individual will help improve operational efficiency by identifying process gaps, supporting complaint management activities, and ensuring service level expectations are met.

Key Responsibilities

• Perform initial review and triage of customer complaint submissions in accordance with established procedures and service level expectations.
• Evaluate complaint information to determine appropriate routing based on complaint type, business guidelines, and handling requirements.
• Complete complaint acknowledgment activities through outbound calls and/or written communications.
• Ensure complaint records are complete, accurate, and properly documented within the complaint management system (PEGA).
• Perform complaint classification activities, including:
• Complaint categorization
• Law/Rule/Regulation (LRR) tagging
• Severity assessments
• Other intake-related documentation requirements
• Identify missing or incomplete information and obtain necessary clarification before routing complaints.
• Communicate professionally with customers, internal business partners, and other stakeholders regarding complaint intake activities.
• Maintain knowledge of organizational policies, complaint handling procedures, and applicable regulatory requirements.
• Manage workload effectively to ensure complaints are reviewed, acknowledged, categorized, and assigned within established service level agreements.
• Identify trends, process gaps, and operational improvement opportunities, escalating observations to leadership when appropriate.
• Analyze business processes and data to support operational improvements and future planning initiatives.
• Translate complex information into clear, actionable reporting for business stakeholders.

Required Qualifications

• Experience in complaint intake, complaint management, or operational process analysis.
• Banking or financial services industry experience is required.
• Strong analytical and problem-solving skills.
• Ability to review, interpret, and categorize complex information accurately.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to prioritize multiple tasks in a deadline-driven environment.
• Experience documenting and maintaining accurate business records.
• Ability to identify process improvements and operational efficiencies.

Preferred Experience

• Experience using PEGA complaint management systems.
• Knowledge of complaint handling regulations and compliance requirements.
• Experience working within regulated financial services organizations.
• Experience performing business process analysis or workflow improvement initiatives.

Desired Skills

• Business Process Analysis
• Complaint Intake & Triage
• Financial Services / Banking
• PEGA
• Data Analysis
• Regulatory Compliance
• Risk Awareness
• Process Improvement
• Critical Thinking
• Customer Communication
• Documentation & Reporting
• Time Management

Work Arrangement

• Remote
• Contract Position
• Standard 8-hour workday